Štruktúra kurzu
Chapter 1: Course Overview
• Explain the daily classroom schedule and structure.
• Review the overall course objectives.
Chapter 2: Service Catalog Management
• Describe Service Catalog Management features.
• Describe the Service Catalog structure/hierarchy.
• Discuss the Service Catalog usage.
• Build the Service Catalog.
• Design a category.
• Add service definition to the category.
• Offer user interface elements.
• Define support offering, service offering, and HR support offering.
• Explain general offering details:
• Agreements
• Submission via email
• Audience
• Public audience
• Define and set up user options.
• Explain the Task plan.
• Explain the Approval plan.
• Publish and use a Fulfillment plan.
• Explain offering bundles.
• Explain offering business rules.
• Localize the Service Catalog data.
• Explain catalog pricing.
Chapter 3: Service Level Management
• Provide an overview of Service Level Management.
• Explain the Service Level Management Information Technology Infrastructure Library (ITIL)
process.
• Discuss the Service Level Management key requirements.
• Explain the Service Level Management process, Discuss the SMAX Service Level Management goals.
• Explain Operational Level Agreements (OLA) and Underpinning Contracts (UC).
• Describe the Service Level Management components.
• Explain the different Service Level Management elements.
• Define the Service Level Management roles.
• Describe the standard Service Level Management procedures.
• Create and configure a Service Level Target (SLT) set.
• Manage the Service Level Target definitions.
• Develop and manage Service Level Agreements (SLAs) and Operational Level Agreements
(OLAs).
• Create and manage Support Agreements, Service Agreements, Human Resource Agreements, and Operational Level Agreements.
• Manage Service Level Target event business rules.
• Describe the Automatic SLT notification settings.
• Explain the Service Level Target duration calculation.
• Track and monitor the Service Level Target status and history.
• Review SLM performance using reports.
Chapter 4: Service Asset and Configuration Management – Native SACM
• Explain the SACM model hierarchy.
• Explain the SACM model relationships.
• Describe the Native SACM solution value.
• Explain the Native SACM architecture.
• Describe the SACM solution alternatives.
• Review the features of Native SACM.
• Explain federated attributes.
• Discuss Audit history for federated attributes.
• Filter, sort, and group based on federated data.
• Report based on federated attributes.
• Explain CI detection and global search based on federated attributes.
• Explain the CI topology widget.
• Describe impact analysis.
• Configurability of federated attributes and CI relationships.
• Explain the Native SACM implications.
• Describe the Subtype > CI type mapping.
• Explain the CI deletion and aging.
• Explain the CI lifecycle in Native SACM.
• Describe CI migration.
• Explain Service Modeling in Native SACM, Describe the Native SACM deployment architecture.
• Explain the multi-tenant and data domain rules correlation between Service Management
and Universal Configuration Management Database (UCMDB).
• Explain in detail the Configuration Management System (CMS) gateway component.
• Describe the deployment tasks to establish integration between Service Management and
UCMDB.
• Enable CMS gateway on the UCMDB Server.
• Install CMS gateway.
• Enable Native SACM in Service Management.
• Configure SACM in Service Management.
• Explain data migration and its limitations.
• Describe the various ways in which UCMDB data import can be done for Native SACM.
• Explain the few common issues and how to troubleshoot them.
Chapter 5: Knowledge Management – Article
• Explain the Knowledge Management roles.
• Explain Knowledge Management architecture.
• Explain knowledge articles.
• Describe proactive suggested solutions and module integration.
• Explore the global search of articles.
• Create an article model.
• Explain article management – Workflow phases, the audience for article content visibility,
the audience to restrict articles, article localization, and indexing.
• Create a new article.
• Review, modify, and preview a knowledge article.
• Publish and consume a knowledge article.
• Archive a knowledge article.
• Import knowledge articles.
Chapter 6: Knowledge Management – IT News, Hot Topic Analytics, and Q&A
• Explain different knowledge components – IT news, Q&A, and hot topic analytics.
• Define and publish IT news (Hot news).
• Explain ask and help friends.
• Manage and moderate questions and answers from users.
• Explore the hot topic area and refine the results of the hot topic map.
• Analyze hot topic algorithm and manage stop list.
• Analyze the service portal knowledge searches.
• Create a catalog offering from a hot topic user question, Create a knowledge article from a hot topic support request.
Chapter 7: Survey and On-Call Schedule Management
• Describe survey functionality.
• Design a new survey.
• Analyze the different question/answer types.
• Prepare a survey for execution.
• Explain survey reports.
• Describe different ways to conduct a survey – sending a survey manually or sending a
survey automatically using a business rule.
• Explain how big data analytics allows you to analyze survey results.
• Describe and configure on-call schedules.
• Set up agent schedules and vacations for a functional group with group members.
• Explain on-call rotation.
• Manage on-call assignments and strategies.
• Set up an assignment strategy for a functional group.
Chapter 8: Idea and Proposal Management
• Access the idea and proposal management area.
• Explain hot ideas in the self-service portal and agent interface.
• Create a new idea.
• Describe business objectives and resource types.
• Explain proposal management.
• Create a new proposal.
• Explore the budget, financial planning, and resources for the proposal.
• Use proposal analytics to analyze proposal data.
Chapter 9: Project and Program Management
• Access project and program management area.
• Explore the overall status of the projects, programs, and portfolios.
• Navigate and describe the executive summary dashboard.
• Explain project management.
• Create, plan, and execute a project.
• Describe the resource demand, timeline, financial planning, risks, and issues required to run
a project.
• Explain program management.
• Initiate, plan, and execute a program.
• Describe the resource demand, timeline, financial planning, risks, and issues required to run
a program, Explain project portfolio management.
• Create and edit a project portfolio.
• Describe the project optimization scenarios.
• Explore the Gantt chart for optimization, cost and resource charts, and key statistical data.
• Set constraints and optimize the results to save the scenario.
Chapter 10: Application Portfolio Management
• Access the application portfolio management area.
• Explain application portfolio management features.
• Create and edit an application record.
• Describe the application attributes – contents, roadmaps, and data analysis.
• Create and edit portfolio records.
• Describe the portfolio attributes – contents, roadmaps, and data analysis.
• Create an optimization record.
• Explain the optimization attributes – surveys, data collection, optimization type, optimization
process, and optimization report.
• Review the optimization record details using the survey results received from the application
owners.
• Explain the relationship of proposals with optimization records.
